Closed-Loop Feedback
Short definition
Closed-Loop Feedback: A process in which a company follows up on feedback and acts on identified problems.
Meaning and how it works
Closed-loop feedback assigns ownership and follows up with the customer after an issue, rather than merely logging the response. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business applications
- Business scenario:
After a negative rating, a manager contacts the customer and follows up on corrective actions.
What to check before implementation
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.